Hosted Collaboration Solutions (HCS) A Customer Perspective Andy McLaughlin, Cloud Collaboration Architect Chuck Millett, Cloud Collaboration Architect Michael Hennigan, Cloud Collaboration Architect
Agenda What is Cloud? Why HCS powered Cloud Collaboration? Cloud Consumption Options Complimentary Cloud Services Use Cases Summary / Q&A 3
What is Cloud? Why HCS Powered Cloud Collaboration? 4
Cisco Intercloud Strategy Enterprise Private Clouds Partner Clouds Cloud Services & Applications Public Clouds
Cisco Cloud Portfolio Cisco Powered Architectures for Cloud Providers Cisco Cloud Enablement Products and Solutions Application Centric Infrastructure Cisco Cloud Enablement Platform Service Catalog Orchestration and Automation Infrastructure Controller Network Function Virtualization (NFV) Integrated Infrastructure Intercloud Fabric Cisco Cloud Apps Applications Partner & ISV Apps Cisco Cloud IoE & Vertical Apps Application Enablement Platform & APIs OpenStack Cloud Libraries Platform & Infrastructure Services Customer s Private Cloud On Premise Managed Hybrid Cloud Consulting Services Application Centric Infrastructure
Why Collaborate in the Cloud? Financial Drivers Flexibility and Agility Opex vs. Capex Consolidate and Centralize IT Optimized Footprint Bursting Evergreen Business Continuity Globalization Strategic Advantage Global acceleration Uniform Service Optimize business process Core vs. Context Time to market Proven Capabilities 7
Cloud: If You Had Any Doubt 25% of surveyed companies utilize hosted services; of non-users, 47% are likely to use hosted services within the next 12 months Frost and Sullivan 56% of survey respondents currently use or plan to use collaboration through a software as a service (SaaS) deployment model Forrester By 2016, over 50% of all net new deployments of video infrastructure will be delivered from the cloud or as software as a service (SaaS) Gartner 8
Why Collaboration from the Cloud? Comprised of Cisco s industry leading Collaboration Suite Based on a Multi-Customer Architecture Cisco Certified Providers (CMSP) Leverages Best Practices and Reference Architectures Deploy Today as Pure Cloud or Hybrid 9
Cisco HCS Collaboration Applications Supported Services Voice & Video Product Unified Communications Manager, Unified IP Phones, Jabber Voice Mail & Integrated Messaging Instant Messaging & Presence Mobility Services Web Collaboration Unity Connection Unified Presence, Jabber Unified Mobility, Mobile Clients IMS Integration WebEx Meeting Center Contact Center TelePresence Contact Center Enterprise for HCS TelePresence Exchange System 10
Top Enterprise Concerns with Cloud Collaboration Policy and Security Data Center Locations Enterprise Grade Voice/Video Quality Integration with Install Base IT Control 11
12 Cloud Provider Readiness and Validation
What is Required of my Cloud Provider? Cisco Cloud Managed Service Provider (CMSP) program Verified HCS Architecture Assurance to Quality (A2Q) 3rd Party Audit Contractual Obligations between Cisco and HCS Partner Specializations Advanced UC Datacenter Contact Center for HCS Considerations Separate A2Q and Audit process Must be ATP certified 13
HCS Datacenter Architecture UCS B-Series Chassis and Blades running VMware Nexus 1000V Virtual Switches Customer Environments: Cisco Unified Communication and Collaboration Suite of Applications SAN Storage Access Layer SAN Storage SAN Switch L2 Aggregation Layer L2 SAN Switch ASA L3 L3 ASA Core Layer SBC L3 L3 SBC Customers 14
HCS Customer Separation Enterprise 1 Site 1 Firewall or SIP ALG CPE can provide FW and/or SIP-ALG Cisco ISR-G2 or ASA Centralized Customer FW Firewall context per customer Ent 1 Datacenter Access Layer CUCM UCxN - CUP Enterprise 1 - Dedicated Instances Enterprise 1 Site 2 Enterprise 2 Site 1 CUBE-SP or SBC Address Translation Media anchoring for inter-customer and off-net calls Enterprise 1 VPN Enterprise 2 VPN MPLS VPN Core Datacenter Core & Aggr Layer VRF-VLAN Mapping NAT in Management VPN Required for overlapping addresses Performed at PE or CPE in SP NOC Management VPN Global VPN CUBE-SP Ent 2 Mgmt Telephony Aggregation Shared Signaling Components PGW CUCM UCxN - CUP Enterprise 2 - Dedicated Instances Shared Management Components UCDM HCM-F CUOM CUSM vcenter DCNM SP Telephony Network (PSTN, SIP, Emergency Services, and Wireless) 15
HCS Software Licensing: Application Bundles Functionality Collaboration Apps Basic Foundation Standard Full Voice/Call Control Cisco UC Manager Number of Devices 1 1 10 Mobility (SNR) Cisco Unified Mobility Native Video Cisco UC Manager Unified Messaging Cisco Unity Connection IM & Presence Cisco Jabber IM Desktop Softphone Cisco Jabber (full UC) * * Smartphone Client Cisco Jabber (full UC) * * Immersive Video Cisco TelePresence rooms * * Web Conferencing Cisco WebEx Meetings Contact Center Agent Cisco Unified CC Enterprise Included Optional Add-ons *Subject to maximum number of devices 16
HCS Security - Components Extranet VPN Firewall inside extranet VPN Firewall between customer premise and DC NAT between enterprise VLANs and extranet VPN can also provide an added layer of security UC Security 17
HCS Security - ASA Usage On-Premise ASA Protects SP DC destined UC apps traffic Transparent or L3 mode Datacenter ASA Protects all traffic (customer and management) to UC apps Transparent mode One context per customer Extranet ASA Protects extranet devices (Global management VLAN) Transparent mode One context for entire extranet-vlan domain 18
19 Cloud Consumption Options
Delivery Models TELEPRESENCE CUSTOMER CARE CONFERENCING IP COMMUNICATIONS MESSAGING MOBILE APPLICATIONS ENTERPRISE SOCIAL SOFTWARE Private Cloud Hybrid Cloud Public Cloud 20
Customer Premise Customer Premise Pure Cloud Mobile Network On Premise Gateway -SRST -DHCP -DSPs -FW HCS WAN Cloud PSTN/ SIP Cisco Mobile WLAN (802.11 a/b/g/n) 21
Customer Premise - Hybrid HCS Management System HCS Partner Cloud Telephony Aggregation PSTN Customer s WAN/MAN SIP/TDM CCX Customer 1 Site 1 - Hosted Customer 1 Site 2 - Hosted Customer 1 Site 3 - Hybrid 22
Private Cloud Models SP dedicates HW SP hosts and manages HCS Management System SP owns software SP/Customer owns Hardware Leverage customer DC SP Manages Need Clear SLAs and Services Packages to Support. HCS Large Enterprise Service Provider Datacenter Service Provider Licenses Customer Datacenter Service Provider Licenses HCS Management System Customer typically owns HW/SW Customer typically manages Options for SP involvement 23
HCS Large Enterprise Fortune 1000, multi-nationals, government, healthcare and large finance organizations Business Characteristics Generally greater than 25,000 phones/devices Distributed business operations with many business units/locations Highly dynamic environments, either through organic growth or acquisition Technology Characteristics Multi-vendor, multi-technology, legacy PBXs (still depreciating but at capacity) Complex networks Geographically diverse call control Pain Points Complex management & operations due to separate divisions Difficult to upgrade software Multi-cluster complexity, high PSTN costs, inventory management 24
Customer Portal into the Cloud Easy Customer - Admin Portal Customer and location based management Customize and standardize feature packages Determine numbering plans for individual locations Add and change users and services View billing and usage reports Customer - End User Portal View and make changes to voice, voicemail, mobility and presence services Promote discovery of UC features directly to the users 25
26 Customer Deployment and Readiness
Legacy PBX Transition to Cloud Network Readiness LAN WAN Wireless LAN Partner Connectivity (MPLS / OTT) Technological Integration Dial Plan Active Directory Business Outcome Intentions Operational Expectations Metrics for Success Workflow Changes 27
Cisco On-Premise Collaboration Transition to Cloud In addition to previous slide Can I re-use current: Phones Video Network equipment Migration Dependencies User migration plan and template License inventory Contractual Changes to licensing UCSS ESW Contract status Business App integrations 28
Complimentary Cloud Services TelePresence as a Service Contact Center as a Service Remote Access 3 rd Party applications 29
30 TelePresence as a Service
HCS and CTX High Level Enterprise HCS Service Management CTX Management Managed/ Assured using domain managers HCS Cloud Provider ASR 1000 CTX API Access Basic Assurance capability Pervasive endpoint support Inter & Intra company Rendezvous Meetings via Shared media resource Cloud Conferencing Services 31
Video in HCS Requirements: 1. Video-enabled endpoints registered to CUCM 2. MCU(s) 3. Scheduling 4. IP-IP Gateway (Optional) 5. Management (Optional) 6. Recording (Optional) HCS Management System Telephony Aggregation HCS Partner Cloud Intra-Company & Multipoint PSTN WAN 32
33 Contact Center as a Service
Yesterday s solutions aren t enough. Customers want to be taken care of at any time, in any location, and on any device. 34
Why Businesses are investing in Cloud Contact Centers? End of life for legacy contact center infrastructure and vendor consolidation Access to new features, channels and expertise Faster deployments and easier implementations Resource allocation Part of strategic plans for customer experience transformation Why Businesses are not investing in Cloud Contact Centers? Unfamiliar with cloud offerings in the market Significant sunken investment in premise-based contact center infrastructure Concerns over security Perceived loss of control - mandates to improve customer experience No clear long-term business case Source: OVUM 35
Cloud is here! 24.3% Global CCaaS agent seat CAGR CCaaS is taking market share from on-premise platforms Global CCaaS agent revenue CAGR 18.1% Businesses must participate in cloud delivery or risk losing market share 2.1% Global contact center agent revenue CAGR Sources: Gartner, DMG, 2013 CAGR from 2013 to 2016 36
Cisco Unified Customer Collaboration Portfolio Highly-Flexible and Scalable Cisco Unified Contact Center Enterprise (CCE) Full-Featured, Small Footprint Packaged CCE Hosted Collaboration Solution for Contact Center (HCS for CC) Easily Deployed Contact Center Cisco Unified Contact Center Express (CCX) 37
38 Remote Access
Remote Access Strategy Work from anywhere on any screen Where have we come from? IPSec AnyConnect Where are we are going? Collaboration Edge 39
Expressway with HCS Desktop Tablet Smartphone Web Fixed Expressway system support Login, Automatic Location Discovery, TLS security, and ICE client 40
41 3 rd Party Applications
Common HCS Additions and 3rd Party Unified Auto Attendant Cisco Emergency Responder Contact Center Express InformaCast Paging EnsaTek Cloud Link for Google Apps 42
Integration of Third Party Applications Great opportunity for HCS partners to differentiate their services and focus on specific verticals Below types are approved for integration testing performed and managed by partners Other types subject to HCS product management approval Focus on applications that have proven interoperability with Cisco UC; e.g. CDN Partner to assure application s requirements for bandwidth, latency, etc. are met and integrations are documented In the future, we may introduce a CDN-like program for HCS and/or integrate with the HCS management framework FTP SIP Trunk, CTI, and AXL/SOAP SIP Phones Typically billing & inventory applications pulling CDRs from CUCM Low risk Manually provisioned directly in CUCM Generic SIP trunk & CTI support on roadmap Basic and Advanced profiles available 43
Use Cases Franchise Public Sector (HCS Large Enterprise) Commercial Enterprise 44
Perspectives Charter Schools Challenge Solution Results Obtain reliable high quality communications services at low cost Simplify funding for communication systems maintenance Help staff collaborate across locations Replaced on premise voice system with Cisco Hosted Collaboration Solution Simplified E-Rate submissions by consolidating phone service system and system maintenance under E-Rate priority 1 funding request Improved administrative efficiency with advanced collaboration capabilities Improved agility by offloading maintenance responsibilities from small IT team Lowered monthly costs by approximately 25% while increasing reliability and gaining new capabilities 45
City of Charlotte Challenge Provide excellent experience for residents and visitors who call City s contact centers Scale to meet increased call volume during Democratic National Convention Reduced government costs Solution Migrated from onpremise servers for communications and contact center for NWN cloud services, including NCloud Hosted Collaboration based on Cisco Hosted Collaboration Solution Results Delivered excellent caller experience to citizens during and after political convention. Offloaded management of communications of City IT team, freeing it to focus on citizen service. Lowered TCO for contact center by approximately US $100,000 annually. 46
Gatwick Airport Challenge 2 nd Largest Airport in UK Growing from 34 to 38 million passengers Outdated 1950 s era based telephony Needed communications to support 24/7 environment Solution Partnered with Cisco, Fujitsu and Xchange Managed service providing voice, video, IM and presence to 1,100 employees expanding to 2,500 Results Significantly enhanced user experience Reduced costs Mobilized the workforce Increased business agility and continuity 47
Summary / Q&A How do you start your journey Best provider for you Next steps 48
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Continue Your Education Demos in the Cisco Campus Walk-in Self-Paced Labs Table Topics Meet the Engineer 1:1 meetings 51
Links for Cloud Collaboration Cisco Hosted Collaboration http://www.cisco.com/web/solutions/hcs/index.html Cisco Case Studies http://www.cisco.com/c/en/us/products/unified-communications/hosted-collaboration-solution-hcs/case-study-listing.html Cisco Intercloud http://www.cisco.com/c/en/us/products/switches/intercloud/index.html Locate a Cisco Partner https://tools.cisco.com/wwchannels/locatr/openbasicsearch.do For Cisco Partners: HCS Docwiki http://docwiki.cisco.com/wiki/cisco_hosted_collaboration_solution HCS Partner Community http://cs.co/hcs-partner 52